Determinants of loyalty toward Booking.com brand

Detalhes bibliográficos
Autor(a) principal: Marques, Alzira
Data de Publicação: 2014
Outros Autores: Cruz, Raquel Silva
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10400.8/3729
Resumo: Relations "customer - supplier" are increasingly more valuable and less consistent, especially in the online context. In this sense, the supplier seeks to make a website visitor into a satisfied customer and a satisfied customer into a loyal customer as a condition to become more competitive. Understanding what determines the loyalty of an online customer and the role of satisfaction and trust in this relationship is the main purpose of this research. So, based on information gathered through a questionnaire in a sample of 104 customers of the Booking.com portal, we performed a quantitative study, transversal and exploratory, in order to study the relationship between the variables: website characteristics, personality of online consumers, e-satisfaction, e-trust and brand loyalty to Booking.com. The results showed that the personality of Booking.com customers and e-satisfaction are able to explain customers’ loyalty toward Booking.com brand.
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spelling Determinants of loyalty toward Booking.com brandE-loyaltyE-commerceE-satisfactionE-trustPersonality of the consumerRelations "customer - supplier" are increasingly more valuable and less consistent, especially in the online context. In this sense, the supplier seeks to make a website visitor into a satisfied customer and a satisfied customer into a loyal customer as a condition to become more competitive. Understanding what determines the loyalty of an online customer and the role of satisfaction and trust in this relationship is the main purpose of this research. So, based on information gathered through a questionnaire in a sample of 104 customers of the Booking.com portal, we performed a quantitative study, transversal and exploratory, in order to study the relationship between the variables: website characteristics, personality of online consumers, e-satisfaction, e-trust and brand loyalty to Booking.com. The results showed that the personality of Booking.com customers and e-satisfaction are able to explain customers’ loyalty toward Booking.com brand.NAISIT-North American Institute of Science and Information Technology/ Universidade da Beira InteriorIC-OnlineMarques, AlziraCruz, Raquel Silva2019-01-14T17:31:34Z2014-012014-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10400.8/3729eng1923-02651923-0273info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-09-26T18:15:44Zoai:iconline.ipleiria.pt:10400.8/3729Portal AgregadorONGhttps://www.rcaap.pt/oai/openairemluisa.alvim@gmail.comopendoar:71602024-09-26T18:15:44Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Determinants of loyalty toward Booking.com brand
title Determinants of loyalty toward Booking.com brand
spellingShingle Determinants of loyalty toward Booking.com brand
Marques, Alzira
E-loyalty
E-commerce
E-satisfaction
E-trust
Personality of the consumer
title_short Determinants of loyalty toward Booking.com brand
title_full Determinants of loyalty toward Booking.com brand
title_fullStr Determinants of loyalty toward Booking.com brand
title_full_unstemmed Determinants of loyalty toward Booking.com brand
title_sort Determinants of loyalty toward Booking.com brand
author Marques, Alzira
author_facet Marques, Alzira
Cruz, Raquel Silva
author_role author
author2 Cruz, Raquel Silva
author2_role author
dc.contributor.none.fl_str_mv IC-Online
dc.contributor.author.fl_str_mv Marques, Alzira
Cruz, Raquel Silva
dc.subject.por.fl_str_mv E-loyalty
E-commerce
E-satisfaction
E-trust
Personality of the consumer
topic E-loyalty
E-commerce
E-satisfaction
E-trust
Personality of the consumer
description Relations "customer - supplier" are increasingly more valuable and less consistent, especially in the online context. In this sense, the supplier seeks to make a website visitor into a satisfied customer and a satisfied customer into a loyal customer as a condition to become more competitive. Understanding what determines the loyalty of an online customer and the role of satisfaction and trust in this relationship is the main purpose of this research. So, based on information gathered through a questionnaire in a sample of 104 customers of the Booking.com portal, we performed a quantitative study, transversal and exploratory, in order to study the relationship between the variables: website characteristics, personality of online consumers, e-satisfaction, e-trust and brand loyalty to Booking.com. The results showed that the personality of Booking.com customers and e-satisfaction are able to explain customers’ loyalty toward Booking.com brand.
publishDate 2014
dc.date.none.fl_str_mv 2014-01
2014-01-01T00:00:00Z
2019-01-14T17:31:34Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10400.8/3729
url http://hdl.handle.net/10400.8/3729
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 1923-0265
1923-0273
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv NAISIT-North American Institute of Science and Information Technology/ Universidade da Beira Interior
publisher.none.fl_str_mv NAISIT-North American Institute of Science and Information Technology/ Universidade da Beira Interior
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv mluisa.alvim@gmail.com
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